Lead Vancity’s contact centre transformation from Surrey Central in a hybrid senior director role focused on operating models and technology.As Senior Director, you will set enterprise strategy for a scalable, resilient, advice-led channel. You will shape workforce strategy, quality frameworks, service models, governance routines, and technology-enabled capabilities. This full time, permanent role reports to the VP, Inclusive Banking, Alternate Channels.Key Responsibilities: Set multi-year contact centre strategy and transformation roadmapLead leaders through inclusive, accountable, high-performing cultureModernize workforce management, quality, reporting, routing, and automationUse operational, financial, risk, and member insightsOversee compliance, privacy,



fraud, continuity, and service qualityRequirements: Post-secondary education or equivalent experience10+ years leading contact centres or large transformationsExperience leading complex people, financial, risk portfoliosTrack record delivering roadmaps, business cases, operating modelsKnowledge of regulated operational controls and riskGuide Vancity’s contact centre modernization through strategic leadership, operational judgment, and technology-enabled transformation expertise.#J-18808-Ljbffr

📌 Senior Director Contact Centre Transformation (Surrey)
🏢 Vancity
📍 Surrey